OPSM Avis 151

The current state of the company is shambolic. As a 20 year customer, it's sad to see such decline. I have had increasingly negative experiences in store over the last few years and the online customer experience is an after thought. The customer care number listed directs you to the local store which cannot help with online orders, only to receive an email reply 4 days later saying that is too late to resolve the issue (when they were contacted immediately after this issue arose). Will not be giving them my business going forward.

I wrote to OPSM Customer Care since September 2024. I was told someone with this name & another name will call. But, no one called. Told by call centre that my complaint is with legal team. But, no date is set for a response. Was advised to simply wait forever! This is not good that OPSM use the call centre to block resolution of customer complaints!

Today, I called to make appointment to check whether was there an error in the recorded eye test report. Although no reading glasses were made, it was recorded that this 'supposed' reading glasses not made, could correct my distance unaided from 6/6 Right & 6/12 Left to become 6/6 for both eyes and enabled my close reading from unaided N10 o N5 for both eyes! This must be an amazing and incredible reading glasses, which can correct both distance and near, without having to make it!

In reality, my eye surgeon did a YAG capsulotomy to my left eye a year after this 'supposed' ghost reading glasses were made!

I’ve had one of the worst customer service experiences with OPSM, and I feel compelled to warn others. I live on a remote property, so making a trip to an OPSM store is a major commitment. I ordered glasses from the Port Macquarie store, which required a three-hour return drive, and was told they would arrive in about six weeks. After patiently waiting, I finally went to pick them up—only to find out they had delivered someone else’s glasses instead.

Frustrated but trying to stay patient, I later visited the Brisbane CBD store to go through the entire process again. After another long wait, I went to collect my glasses—only to be refused my own order until I returned the wrong pair that they had originally given me. This was THEIR mistake, yet I was the one being inconvenienced a second time.

Now, after three months, I still don’t have my glasses. Not only has OPSM wasted my time and fuel, but their complete lack of accountability and customer care has made this an infuriating experience. I wouldn’t recommend them to anyone.

Terrible Customer Service – Dishonest and Unprofessional
This was one of the worst shopping experiences I’ve had in 40 years.
I urgently needed a new pair of glasses after mine broke. I typically wear a specific Ray-Ban model due to its extra-long adjustable nose pad arms. Since OPSM doesn’t stock glasses, I purchased the display model instead. Eleni, the staff member assisting me, assured me everything was fine. However, once home, I removed my contact lenses and noticed the nose pads were deformed from excessive adjustments. I called immediately, but Eleni dismissed my concern, insisting, "We checked it together, and there was nothing wrong!"—ignoring the fact that I couldn’t properly inspect them without my reading glasses.
The next morning, I returned to the store. The shop manager, rather than addressing the issue, became passive-aggressive and suggested my optometrist had adjusted them—completely disregarding that I had purchased the display model from OPSM. Eventually, she agreed to order a new pair, promising they would arrive sealed.
Fifteen business days passed with no update. After three weeks, I called again. Eleni claimed the new glasses had arrived but admitted she opened the package because it had no name on it—contradicting the previous promise that it would remain sealed.
When I went to collect them, another staff member placed the glasses in a tray for me. This time, I used my phone’s magnifier to inspect them. Once again, they had given me the same faulty display model! They continued to insist it was a new pair and that they never sell display models—yet when I demanded to see the store’s display model, they couldn’t provide it!!
Eleni also falsely claimed she had returned the original defective pair, despite never having placed an order in the system. The entire experience was full of dishonesty, from selling a used display product to making empty promises and outright lying.

Popped in to OPSM Chadstone today - Four staff members standing around all on their mobile phones. I wanted to purchase a pair of designer glasses - I waited 8 minutes and nobody even approached me or asked if I wanted help. I even stood looking at them at the side counter thinking one of them will approach me. There was not one other customer in the store - I ended up walking out without any assistance. Nobody wants to work - no wonder retail businesses are suffering.

Sharon, an optometrist at OPSM in Bondi Junction on Oxford Street was so courteous and friendly and explained herself and was professional and knew what she was doing and I was SO impressed with her that there are not enough superlatives to convey my very positive experience with her.

3 stars is probably on the generous side, but seeing as I still use them, I decided on a 3 rather than a 2.

The reason I use them? Price. That's it. Their online system is horrendous, I've had to contact support countless times, and it just seems to be issue after issue with the online system (that is not connected to the physical stores).

Usually I drop into my local OPSM and pray they have my contact lenses in store at the time even though I pay 25% more (without the subscription) this is a choice because it's easier than all the issues I face going online.

I recently tried the new OPSM daily contact lenses (once again for price) - I usually purchase Total 1 Dailies, which truly are amazing and the best lenses on the market, however, extremely expensive hitting $171 per 90pk box.

The OPSM dailes are a comparative $81 per 90pk box on the online subscription. So clearly the price is right, so I was hoping and praying these would hit the mark!

I do think these are worth switching to for those wanting to pay less for a similar product.

Downsides:
- I have cuts all over my thumb and pointer finger just by opening these every day. The foil cover is somewhat difficult to peel back and the foil is very sharp.
- they occasionally roll up or get turned inside out, which is a bit annoying, but not 100% ideal.

For me these downsides are overcome by being able to save approx. $100 per box.

No doubt Total 1 Dailies are the best on the market, and I will probably switch back at some point, but for now I am satisfied with the new OPSM daily contact lenses.

I hope this is able to help someone looking for info, considering OPSM does not allow for reviews on their site! Poor transparency, another mark against them. However with 80% negative reviews here, no wonder they disabled them!

I went to OPSM for several years, but became aware they were trying to sell me as many glasses as possible at every appointment— sun, reading in bed, very high-end progressive lenses. I was getting cold feet, then got a call on the weekend telling me my appointment time was being shortened from an hour to 45 minutes. Then it really hit home that they are chiefly a money-making operation. I cancelled my appointment. When I went to a new optometrist, my particular history and situation was addressed, and I was offered much more information and diagnostic testing. I feel OPSM is not up to the expected standard in eye care, and prioritises income over patient care. I was scheduled to be seen April 2024 but cancelled this appointment.

Should have gone to Spec Savers!
OPSM Hawthorn, waited 1 month to get my glasses. I followed them up numerous time, and the response "call you on Wednesday (or whenever) nobody ever did. Went in to see them, same response. Never again!

"What went wrong this time?" What an interesting question to prompt a review. Seems OPSM must be repeat offenders although why anyone would return after something going wrong the first time will forever be a mystery to me.

Abysmal service, extortionate charges and causing lost opportunity for health insurance rebate is my experience with OPSM.

With great regret now, I chose to give my business to OPSM in November 2024
(1) It started with the eye test. When that was completed I suspected the check was performed very casually but held my view until I tried the new lens.
(2) A very polite customer service lady attended the process thereafter. A very fast measure was performed to see where the progressive prescriptions would be placed in the lens. Alarm bells rang.
(3) Then came the itemised account - $60 for the privilege of having the measurement performed by OPSM. Never before have I been charged for this. Surely it is a standard part of the service?
(4) I did not want anti-glare feature but was told I had to have it, no choice there, and that will be $xxxxx.
(5) I wanted to use existing (very well cared for and expensive) frame. That will be $300 for the privilege!
(6) Any discounting spruked for 1st and 2nd pairs does not apply if customer is not purchasing new frames from OPSM.
(7) With much misgiving I relinquished my precious frames for lens manufacture and fitting. They were returned damaged. No apology.
(8) 3-4 weeks later order was ready. My concerns re casual eye check were founded. I could not wear the glasses.
(9) In December there was a review by another optometrist who took care and issued new prescription.
(10) This time I refused to send frame and amazingly the lens could indeed be prepared.
(11) Several weeks later still no lens available and the response from the "lab" was "we'll mark this as urgent (in 3 weeks)".
(12) The end of the year was approaching fast so needed to complete this transaction for health fund rebate. I had paid full amount for lens + 'privileges'.
(13) New lens arrived in January.
(14) Prescription not accurately located in graduation. Alarm bells rang with reason it seems.
(15) A full refund was given HOWEVER during this process I discovered the health fund rebate had not been applied for by OPSM. Customer service tried with an implausible excuse. No apology.
I am now left with 2 sets of glasses to be prepared this year by any service that is NOT OPSM. Only one will attract a rebate from health care fund.

Australian government guidelines suggest persons under 65 should only need to do an eye test every 3 years. However on damaging my reading glasses & visiting opsm to buy a new pair I found I was not able to buy new glasses unless I had a test. It had been just over 12 months since my last eye exam. Well within the guidelines of recommended testing. I live in a regional area & with other appointments in town I could not spend the time needed to have the test. I should not be held ransom for the everyday convenience of reading. Unfortunately they missed out on a sale for designer glasses (which I chosen in store) & a future eye exam. Im not disputing the importance of regular eye examinations. However there appears to be an underlying financial reason for this very inconvenient rule of no test no glasses. For me it’s no glasses, no test.

Appalling at best.
Poor customer service and etiquettes with uninterested staff who have no knowledge of how to provide any service to paying customers.

The ordeal began in mid Oct and ended in Jan with us getting our original frames back without any lenses (the original ones or the new ones).
So overall a loss for us but the optometrist seems least bothered.

From the start the whole thing seemed rushed and not done right.
The eye tests seem to have been performed hurriedly as the optometrist left in a rush post the tests.
It was our first time ordering progressives with transition.
They took 4 weeks as they were to be set up in existing frames.
Many calls later, when we received the progressive lenses they were not transitions, as the staff had forgotten to make a note a of that, plus we had to pay an additional cost for it, as it was not duly noted the first time around.
Another wait of 3 weeks wait.

Glasses were finally received after another 3 week wait and given in a plastic Ziplock bag. When spending over a 1000$ they cannot even provide decent case/cover/pouch.

Unfortunately being a first time progressive user they weren't any fun as they were difficult to use and caused headaches so we decided to return them. And asked for the original frames back with the original lenses.

So by now we were harrowed enough with the dealing with unprofessionals and asked for a refund which entailed another round of not authorized to refund, manager not in store and multiple calls with no one answering the phones.

Then they informed us that they had lost the original reading lenses which they had promised to return.
And just told us to make a formal complaint, amazing!
Harrowing experience, what a waste of time, money and energy at a highly unprofessional optometrist

Even though they are covered by our insurance will not be visiting them ever.

• Staff lacked common courtesy skills and mentioned things such as it is my lunch time when we have gone there during our own lunch time from work. Lack of work ethics and professionalism.

I paid $1000 for a new lenses. After 2 months they became foggy and I couldn't see clearly. I wanted refund but they said it happened because of the scratches on the lenses. Its almost 2 months now and I'm still waiting for replacement. And have to paid for a new one again. Customer service is bad especially in Riccarton. Wouldn't choose them again in future.

Aside from having the wrong prescription made up when I went in for new multifocals in October, the people in Adelaide cbd were good, they tried everything at their end. After this there were three more attempts to provide me with clear distance vision but it's still not as good as my previous glasses which had just got worn and scratched. My gp suspects it's in the lense manufacture process which has changed over time. I'm here to tell you it isn't working. Ten weeks and I still don't have clear vision so what good is your fancy technology. I'd ask for my money back (I did get my money back for the sunglasses) but how am I supposed to get good glasses??? Does this have to go to Consumer Affairs? Furious

3 and a half week wait for contact lenses without any contact by the company to say they were out of stock. Had to go a week without any lenses because I ran out while waiting for them! Would have expected 5-7 days for delivery, nope, and when I messaged them, not once, but twice, they held off replying until they were back in stock 2 weeks later, and said they had "just sent them" and then 10 days later I received them. Had I known, I could have either chosen a different product, or got a refund and went somewhere else but no, OPSM made me go a week without being able to see! And then finally they replied to my complaint AFTER the lenses arrived, to say oh well they're there now, it's all over now, sorry bout it. I honestly wanna throw the box of lenses at someone's face.

I was late collecting my glasses from the Collins street store - i forfeited my deposit and the glasses were "sent back"- according to Sharmila the optic despenser. Complete disgrace - never will buy OPSM again

I have been a legacy Customer of OPSM for the past 25 + years and most sadly as well as disappointingly write this farewell note to the demise of a once proactIve OPSM Customer and Product engaging experience. My recent experience at the newly relocated OPSM Middle Brighton store, in dealing with a delaminated coated lense of less than 1.5 months was met by the Manager with relative dismissal, stating immediately on checking my on-line details that my Glasses were out of Warranty and nothing could be done unless 2 new lenses were orderd. There was also a strong suggestion of a new eye test and the purposeful upsell to new frame and lenses. This inflexibility to remedy the delaminated lense and the strong focus towards a new frame and lenses sale plus the reluctance in dealing with my troubling lense delamination ultimately became a 'take it or leave it approach' by the Manager and as such, l have decided to 'leave' it! Good bye OPSM and good luck with both retaining as well as attracting new Customers with this troubling Sales & Profit oriented Management focus!

Terrible company. Made appointment for eye check at The Palms, Christchurch NZ. Never told me to wear contacts, so couldn’t do test, sent me a form to fill out before visit, nothing said wear them, as last time I went they asked me NOT to wear contacts but bring my glasses??
Made appointment at Riccarton, test and ordering ok, but I ordered 11th Sep, still waiting for a month, nothing yet. Tried calling, takes days for a reply, said they emailed supplier but may take 2 weeks for a reply😳. Sent me one pair to tie me over, but I see base curve was different, contacted again and they said don’t use until they get back… heard nothing. Only reason I use OPSM is we get discount off work Southern Cross scheme, but next time I would rather pay full price and go elsewhere. Sadly I had to give 1 star, really deserve a zero

OPSM at Woden, ACT.
I would like to thank Rachel, a staff member who provided me with personal care in looking after a family member of mine. Her kindness, patience, and professionalism were much appreciated. Her personal attention to detail and customer service went above and beyond. I hope management at OPSM promotes Rachael, as she is a great role model for future staff to emulate.
Thank you Rachel, I will never forget your kindness.

Follow-up re my 16/08 experience
This is now a month since I lodged my complaint, there has been no follow-up from your team, I have subsequently returned back from overseas and picked up my glasses paying the outstanding amount.
I have followed up this matter and OPSM's behaviour with the ACCC who have advised me to lodge a complaint of non-disclosure and deceiving a customer, they are flawed that it's been a month and no-one from your complaints team has bothered to reachout out regarding the appalling customer service, selling products and not disclosing the outstanding amount is in fact against the law.
I'd also like to point out that the little brunette sales assistant didn't even come up to me and apologize I am now making a point that she be reprimanded for her fraudulent/non-disclosive behaviour towards a customer and some course of recompensation be awarded.
My family has been a client of OPSM for over 20 years. We will now be re-assessing whether we wish to continue this association.
Thanks
K